Customer Service It Support

JASON ASHLEY

Arnold, MO *****

865-***-**** ********@*****.*** www.linkedin.com/in/jason-k-ashley PROFESSIONAL SUMMARY

Senior Information Technology Professional and United States Coast Guard Veteran with an active Secret Clearance and 15+ years of expertise in technical support, leadership, client relations, cyber, and operations management. Excellent at understanding customer needs or requirements through oral and written communications and aligning them with IT products. Experienced with installing and maintaining communications equipment and conducting in-person and remote repairs. Developed efficient workflows and consistently maintained order amidst challenging environmental factors. Adept in technical documentation, security compliance, audit compliance, customer service, and managing processes. Able to seamlessly multi-task long and short- term priorities to generate desired results. Created and followed policies, procedures, and guidelines to assure consistent quality. Strong leadership skills: able to prioritize, delegate tasks, and make sound decisions quickly while maintaining focus on the organization's mission to effectively accomplish program goals. Managed budgets, equipment, assets, and programs valued at

$100M+ while managing risk, safety, quality assurance, and compliance. Career supported by a bachelor’s degree, specialized technical and tactical military training, and multiple certifications.

• Organizational Leadership

• Remote Technical Support

• Incident Management

• Information Technology

• Issue Resolution Tracking

• Interagency Collaboration

• Operations Project Management

• Service Desk Team Management

• Customer Service Satisfaction

EDUCATION CERTIFICATIONS

Bachelor of Arts (B.A.) Political Science University of Tennessee Security Leadership (GSLC) GIAC

Security Plus CompTIA

Foundations 3 ITIL

Foundations 4 ITIL

Create Deliver Support ITIL

LEADERSHIP PROFILE

Project Management and Leadership – Proven track record for leading multi-dimensional teams in high-pressure, high- tempo environments producing deliverables on schedule and within required parameters. Created plans by adapting technology and best practices that aligned with the scope and vision of the organization to promote schedule, budget, and task completion. Operations Management – Served as Subject Matter Expert in operations and project management and spearheaded projects to improve standard operating procedures. Exceptional cross-functional partner, consensus builder, and thought leader in driving transformation and scaling operations; reputation for establishing cultures of excellence and inspiring diversified groups. Training and Development – A versatile and innovative management individual who is skilled at seeing the “big picture” while being able to focus on the details throughout the entire process. Demonstrated ability to assimilate new ideas, concepts, methods, and technologies. Dedicated and innovative team builder with a superior work ethic. IT Strategy – Proposed security architectures for existing and proposed technologies; assessed information security risks and posture; developed client remediation roadmaps and prioritization. Problem Solving – Demonstrated analytical problem-solving skills; proven ability to successfully resolve common or complex issues in a timely manner

Business Acumen – Possess the ability to understand business goals and recommend new approaches, policies, and procedures to effect continual improvements in business objectives, productivity, and development of HR within the company. Exceptional Customer Service – Strong communication skills to understand customer needs and provide exceptional results. Track record of successfully dealing with difficult personalities to resolve dissatisfaction. PROFESSIONAL EXPERIENCE

United States Coast Guard Various Locations 2012 – Present Service Desk Incident Management Supervisor

Led daily activities of 125 diverse staff members providing 24/7/365 operational support for 8 major services for the Command, Control, Communications, Computers, Cyber, and Intelligence (C5I). JASON ASHLEY PG. 2

Service Desk Incident Management Supervisor (Continued)

• Led IT and ET watch sections supporting more than 55K workstations and 70K end users; liaison between C5I, Cyber, and field technicians; coordinated command-wide support operations for all cyber services

• Leveraged metrics to balance limited personnel resources across all aspects of operations to maximize productivity; identified and corrected critical gaps in support models for multiple new services and effectively collaborated with all stakeholders to mitigate negative impacts to service and users

• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks. Oversaw resolution of 600k+ help tickets and 400k+ answered calls by service desk analysts

• Monitored team performance, adhered to service level agreements (SLAs), and enabled detailed job training

• Guided implementation of the company-wide transition to cloud office solutions from on-premise solutions utilizing tools, analysis, and metrics to help provide a smooth transition

• Established an 8-person Virtual Private Network (VPN) support team and collaborated daily with Service Owner providing significant contribution to success of VPN implementation throughout the organization Information Technology Supervisor

Oversaw IT department operations and training including three geographically separate teams with a combined staff of 20 technicians.

• Provided on-site and remote support for information technology and electronics equipment at 10 Coast Guard shore facilities and 3 Coast Guard cutters

• Collaborated with cyber elements, C5I and other stakeholders in the development, transition, and support changes for all C5I services; directed team members through 97 major service interruptions during challenging high operations tempo periods and significant changes to enterprise services

• Built, customized, and repaired technology based on staff requests; designed and directed replacement of commercial

“hotline” circuit between USCG and U.S. Army Corps of Engineers representing a savings of $27K annually

• Identified flaws with legacy mail-enabled public folder architecture during the Office 365 project pilot migration; spearheaded involvement in transition, highlighted and mitigated impacts to the enterprise preventing unnecessary disruptions to operations

• Supervised 10 teams of analyst contributing to 188K IT service request and 115K phone calls throughout the year; mentored 17 staff members and submitted 8 evaluations while serving as the Service Operations Coordinator

• Led Coast Guard IT infrastructure support for multiple contingency operations including hurricanes, mid-west flooding, and the Deepwater Horizon oil spill

Information Technology Project Leader

Led 24/7 efforts to support and maintain IT equipment and networks for a 50+ person crew supporting cutter operations.

• Collaborated with commercial partners to prototype and test commercial satellite internet solutions for Coast Guard assets operating throughout the organization's area of responsibility

• Liaised with commercial partners to maintain reliability and effectiveness of commercial SATCOM infrastructure necessary for maritime operations throughout the Coast Guard enterprise

• Monitored and identified trending surges in end user ticket submissions; resulted in the creation of 114 master incidents and 76 problem records

• Facilitated IT support for 45 Coast Guard units spread over 22 states including 4 major commands and 17 cutters; directed troubleshooting and resolution of 75 National Distress system outages

• Developed standard installation documentation for installation of IT infrastructure on various types of cutters TECHNICAL COMPETENCIES

Software: Microsoft Office Suite 365 SharePoint VPN Operating Systems: Microsoft Windows

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